Support
Real people who built the product. Reach us and we will get you unstuck.
Support for TrueTech Group applications, Google Workspace add-ons, and hosted services comes from the people who build them. Send us a message through our contact form and we will follow up directly. If something is broken and your work is stopped, say so in the message and call the number below.
We answer support requests Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific, and aim to respond within one business day. Customers under a managed services agreement follow the response times in that agreement.
What to tell us.
The more of this you can include, the faster we can reproduce the problem and fix it.
Support by platform.
Where a marketplace or your own administrator can resolve something faster than we can, we say so.
Google Workspace add-ons
The add-on is missing, or you cannot install it
Add-ons published privately for an organization are installed domain-wide by a Google Workspace administrator, not by individual users. If the add-on is not showing in Gmail, your administrator is the fastest path. If they have installed it and it still does not appear, reload Gmail, then contact us with your Google account address.
Permissions and access
You can review or revoke the add-on's access to your Google Account at myaccount.google.com under Data and privacy, in the third-party apps and services section. Revoking access stops the add-on from working until you authorize it again. What the add-on can see, and what it does with it, is set out in our Privacy Policy.
It shows the wrong customer, order, or context
The add-on reads the message you have open and matches it against your organization's own business systems, so a wrong match usually traces back to the data in those systems. Send us the message subject, what it should have matched, and what it matched instead, and we will trace it.
Apple App Store and Google Play
Billing, subscriptions, and refunds
Purchases made through the App Store or Google Play are billed and refunded by Apple or Google under their policies, so start there for those. For invoices and agreements billed directly by TrueTech Group, contact us and we will sort it out.
Crashes and device problems
Tell us the app version, device model, and operating system version, and whether the problem started after an update. Crash reports reach us automatically, but a description of what you were doing is what makes them useful.
All products
Account access and password resets
If your account was issued by your employer or another organization, their administrator can reset it fastest. If you signed up directly with us, use the contact form and we will verify and restore your access.
Account or data deletion
Ask us through the contact form and we will delete your account and the personal information associated with it, subject to the retention rules in our Privacy Policy. If your account belongs to an organization, we refer the request to its administrator.
Bug reports and feature requests
Both go to the same place and both get read. We prioritize defects that block work, then requests that would help the most customers.
Security concerns
If you believe you have found a vulnerability in one of our products, contact us with the details and we will respond quickly. Please give us a reasonable window to fix the issue before disclosing it publicly.
Policies.
Still stuck?
TrueTech Group LLC
20495 Butteville Rd NE BLDG 2
Hubbard, Oregon 97032